Nanonets incident
Delayed file processing for models in app.nanonets.com
Nanonets experienced a major incident on September 21, 2026 affecting API, lasting 1h 34m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 21, 2026, 03:21 PM UTC
We are currently investigating this issue.
- identified Sep 21, 2026, 03:52 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Sep 21, 2026, 04:49 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 21, 2026, 04:55 PM UTC
This incident has been resolved.
- postmortem Sep 21, 2026, 05:35 PM UTC
On 21st September 2026 between 15:00 UTC and 16:30 UTC, some customers experienced delayed document processing and intermittent request failures across multiple models. The cause was an internal resource-accounting component in our model gateway that entered a repeated retry loop. This exhausted connection capacity on the affected service and caused a subset of processing nodes to restart, slowing throughput. We identified the root cause and applied a configuration change that resolved the issue, with service returning to normal by 15:30 UTC and most files were processed before 16:30 UTC. A permanent fix to the underlying component is being rolled out, along with additional monitoring to detect this condition earlier. We sincerely apologize for the inconvenience this caused and we are implementing stricter safeguards to prevent a recurrence